Nest Outdoor IQ Fail, and Nest Customer Service

[Skoogs]

Hello Hello

I purchased Nest Indoor and Outdoor IQ cameras in Jan 2020.  I was impressed.  Loved the quality.  Loved the iOS app.  All good.  Happy, even though the outdoor was several hundred pounds.

I followed up with Nest Thermostat (3rd Gen) and Nest Protect as this was for a holiday home.

In December 2021 I purchased a pair of the newer Indoor/Outdoor.  Not as good quality, but still serviceable for my needs.

The two year warranty on the Outdoor IQ expired in Jan 2022.  The camera packed up at the beginning of May.  I have done all the obvious troubleshooting - alternate power supplies/USB-C cable/factory reset etc, but it refuses to spring to life.

Got hold of Customer support who basically said 'it's dead, it's out of warranty, get a new one'.

My question is this: Has anybody had any success with  getting a 'come on Google, it's only just out of warranty!' free or even discounted replacement?  Or d'ya think I will be wasting my time even going down the complaint route?

Comments?

[EmptyNester]

Hi Skoogs,  I'm an end  user like you.  Since they don't manufacture that camera any more I'm not surprised. I see by reading many posts on this user forum that your path of least pain is to just buy a used camera from Ebay (or where ever).  I did that twice and had great luck.  In fact when one of my IQ's failed I replace it the the non-IQ and to be honest I'm just has happy with it and saved a lot of money.

... hope this helps

[aatienza]

Hey Skoogs,

Appreciate the help, EmptyNester. I'm dropping by to ensure if everything is covered here. Hope that sheds some light on the issue.

Thanks,

Archie

[aatienza]

Hey Skoogs,

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Archie

[SteveT1]

Hi there,

We haven't heard any updates from you. Please let us know if you still need help as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Regards,
Steve

[Skoogs]

Ello. Thanks to all for your responses. 

Emptynester, yours was the only response that had any substance, so thanks for that. I’ve ended up temporarily replacing the kaput iq with a spare newer model from a different location as a stop gap fix as suggested. 

Archie and SteveT1, i’m not sure what i’m expected to say. Are you google/nest folk, or independent?  From my original post you can see that i was hoping for someone to step up to the good customer service mark, yet neither of you have offered any advice or even commiserations for the poor product experience! Is your function purely to get threads closed to make the stats look good?

[Brad]

@Skoogs

The Nest Community Forums are not a Customer Service specific place to go for help. If you are seeking direct help form Support, you need to reach out to Support here. These forums are a place for other users to help other users. CS roles do not mean that we are the same as Support. Best for you to bring these concerns to Support so they can try to help you the best they can. 

Best regards,

Brad